The Perfect Customer Experience

Turning Satisfied Customers into Customer Advocates – Dale Wolf, Editor

The Perfect Customer Experience - Turning Satisfied Customers into Customer Advocates – Dale Wolf, Editor

TeaLeaf Improves Customer Experience for Haven Holidays

TeaLeaf has been adopted by Haven Holidays, the UK’s largest caravan holiday operator, to ensure that its new website offers potential holiday goers the optimal online customer experience by making its search facility and booking process is easy to use as.

Haven Holidays’ website, which attracts up to 25,000 visitors a day, is due to be re-launched this month. TeaLeaf will be instrumental in highlighting potential usability problems before they reach the customer and will help to identify the most profitable routes to conversion. TeaLeaf will also play a key role in Haven Holidays’ customer online support service by enabling customer support representatives to retrieve the online session of any visitor and use it to offer real-time support with the customer ... Read More

Contact Center Market Growth Surpasses Estimates

TelecomWeb’s new InfoTrack for Converged Applications "First-Half 2006 Contact Center Report" says global contact-center shipments for that period yielded worldwide manufacturer revenues of $1.45 billion, with agent-seat shipments (new and add-on) approaching 1.6 million.

This growth exceeds TelecomWeb’s previous forecast as well as those made by others. The North American market (United States and Canada) continues to be the major source of industry volume, with agent-seat shipments (new and add-on) of slightly fewer than 700,000 for the first half of 2006, annualized to 1.4 million per year and first-half 2006 revenues of $663 million, annualized to more than $1.3 billion per year. Volume ... Read More

Virtual Contact Centers fit Small Business

Given the pressures of competition and business owners’ need for cost effective growth strategies, home-based customer service and virtual call center operations provide a new way for small businesses to improve productivity and manage costs, without sacrificing quality. The home-based services market in this country is growing rapidly and small business is quickly realizing the benefits of sending customer service jobs home.

So just how does virtual servicing work? A virtual contact center is a network of dispersed agents, based in home offices, interconnected by an advanced technology network which enables them to deliver high-touch customer ... Read More

CRMchump

Don’t let the name fool you. This blogger has some very interesting takes on the business of CRM. One of the recent postings, from Thursday, October 12 states, “… a niche market of CEM providers in the SaaS milieu has emerged, with smaller firms such as Portrait Software and Cincom seeking to fill the gap. What’s nice about CEM firms, too, is that they often can specialize. Portrait, for example, works with banks …” Check out the entire article and the rest of the blog at... Read More